We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 367928 results
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Decision Reference DRN-4929134
24 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4929134 Complaint Mr C is unhappy that Monzo Bank Ltd ("Monzo") did not reimburse him after he told it he had fallen victim to a scam. Background The background to this case is well known to the parties, so I will only summarise it briefly here. In late 2022, Mr C fell vic... (4 pages)View decision -
Decision Reference DRN-5231178
24 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5231178 The complaint Mr Y complains about West Bay Insurance Plc’s handling of his car insurance claim. West Bay has been represented by its agents during the claim. All references to West Bay include its agents. Mr Y has also been represented on the claim by his spouse and the nam... (5 pages)View decision -
Decision Reference DRN-5037150
24 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5037150 The complaint S Ltd, represented by its directors Mr and Mrs O, complained because Starling Bank Limited refused to refund the company for transactions which they said they hadn’t authorised. What happened On 6 June 2024, eight faster payments debited S Ltd’s account. They ... (2 pages)View decision -
Decision Reference DRN-5113304
24 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5113304 The complaint Mr and Mrs R complain that HSBC UK Bank Plc did not refund transactions they lost to a scam. What happened Mr and Mrs R found an investment opportunity for a company I’ll call ‘X’. The business model centred around car leasing; investors like Mr and Mrs R would... (5 pages)View decision -
Decision Reference DRN-4870205
24 Dec 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4870205 The complaint Mr R complains about a used car he acquired using a hire purchase agreement with Toyota Financial Services (UK) PLC. The car suffered an engine failure after Mr R took possession of the car and it now requires a replacement engine. What happened Mr R took out ... (4 pages)View decision -
Decision Reference DRN-3472703
24 Dec 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3472703 The complaint Mr G has complained about the actions of The Prudential Assurance Company Limited (“Prudential”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr G’s pension was subsequently used to invest in var... (9 pages)View decision -
Decision Reference DRN-5193042
24 Dec 2024 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-5193042 The complaint Mr W complains Allied World Assurance Company (Europe) dac unfairly declined his landlord insurance claim. Allied’s been represented by agents for the claim and complaint. For simplicity I’ve referred to the agents’ actions as being Allied’s own. Mr W’s been r... (3 pages)View decision -
Decision Reference DRN-5088219
24 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5088219 The complaint Miss R complains that National Westminster Bank Plc did not refund the transactions she lost to a scam. What happened Miss R found an investment opportunity in an e-mail advertisement for a company I’ll call ‘X’. The business model centred around car leasing; i... (5 pages)View decision -
Decision Reference DRN-4871916
24 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4871916 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Mrs S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and has b... (9 pages)View decision -
Decision Reference DRN-4872704
24 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4872704 The complaint Mr J complains about Moneybarn No.1 Limited’s (“Moneybarn”) decision to lend him. Mr J has been represented. For clarity, I’ve only referred to Mr J throughout this decision. What happened Mr J entered into a conditional hire agreement with Moneybarn in Novembe... (4 pages)View decision
